Strengthening Services Through Resident Engagement in Westminster
For Morgan Sindall Property Services (MSPS), listening to residents is an essential part of delivering services that meet the needs of the communities we work in. Through our partnership with Westminster City Council, we regularly hold resident engagement days across estates creating opportunities to meet residents face-to-face, hear about their experiences and ensure their feedback help shape the service we provide.
Putting the customer first, one of our core values, is central to how we approach these conversations, and that’s why resident engagement days work so well. As well as listening to feedback, resident engagement days provide an opportunity for residents to raise in-home repair issues directly with our repairs and maintenance team.
Our team members including repairs, plumbers, engineers, along with the Westminster housing team visit homes across estates, to speak with residents and understand any concerns they may have. Where possible, repairs are completed on the day, helping resolve issues quickly. If further investigation or follow-up work is required, an appointment will be arranged to ensure repairs are addressed as efficiently as possible. Residents are also able to drop in and speak with members of the repairs team, ask questions and get support with any maintenance queries.
During a recent engagement day at the Mozart Estate, One of the residents we met was Viktoria Fusha, who spoke about the positive experience she had following a recent repair to her kitchen sink.
Viktoria had reported a leak caused by a fault with the waste kit and waste trap beneath the sink. Our plumber, Mukthar Ali attended the home, carefully removing the existing waste kit and trap before installing new components to resolve the issue. Once fitted, the sink was fully tested to ensure the repair had been successful and that no further leaks remained. The work restored the functionality of the sink and left Viktoria with a fully usable kitchen space once again.
Viktoria said she was pleased with both the repair and the communication she received throughout the process.
Viktoria Fusha, Westminster City Council Resident, said:
“The plumber explained everything clearly and fixed the problem quickly. The communication was really good, and the whole experience was straightforward. I’m really happy with the service, and the sink is working perfectly again.”
Dwight, a housing officer at Westminster City Council, who supported the engagement day, highlighted the value of these conversations.
Dwight Scott, Housing Officer, Westminster City Council, said: “Resident engagement days are incredibly important because they give residents the opportunity to speak directly with both the council and Morgan Sindall Property Services. Hearing feedback in person helps us understand residents’ experiences and work together to make improvements that have a real impact on the services residents receive.”
Four engagement days have been scheduled across the Westminster estates this year, with further engagement days planned for September to help ensure residents feel informed and supported. By continuing to host engagement days and listening closely to residents, MSPS and Westminster City Council are strengthening relationships with residents and helping to shape services that better support communities across Westminster.
For more information, please email Communications@morgansindall.com
